James Cook University Subject Handbook - 2024

TO5107 - Quality Visitor Experience Management

Subject Description

Experiences are at the core of tourism, hospitality and event enterprises and a move to more fully embracing the experience economy and experiential marketing across all these sectors has created a new area of management knowledge and skills - the design and management of quality visitor experiences. Designing and offering memorable and rewarding experience opportunities is critical to success in these areas and this subject will review the core foundation principles of visitors experience design outlining the different areas including service and staff support, marketing, theming and interpretation. It will then focus on evaluating visitor responses to existing experiences to assist in enhancing existing experience opportunities and examining principles from design thinking for developing a new experience opportunities. In particular it will focus on sustainability aspects of experience design and management and the strategic use of experiences in building sustainable enterprises in these sectors.

Learning Outcomes

• apply principles for visitor experience management to real world business settings
• critically analyze sustainability aspects of visitor experience development and management
• use design thinking and service quality principles to design new, or enhance existing, visitor experience opportunities

Subject Assessment

• Written > Action plan - (35%) - Individual
• Written > Critical appraisal/review - (30%) - Individual
• Written > Project plan - (35%) - Individual

Note that minor variations might occur due to the continuous subject quality improvement process, and in case of minor variation(s) in assessment details, the Subject Outline represents the latest official information.

Availabilities